Intel Iris Xe driver not supporting 4k monitor resolution

[josepe]

Screen is working at all resolutions, tried different hdmi cables and even updated hdmi firmware. it happened to me about a month ago, a windows update next day the same problem, solved it by reverting to previous driver. but now i am unable and the new one i installed from here dosnt make it either.

Wonder what's really happening there

Dell laptop and lg 4k screen

thank you and have a great day

[Jean_Intel]

Hello josepe,

Thank you for posting on the Intel️® communities. We would be more than glad to help you. To better assist you, please provide me with the following:

• Are you using any type of adapter?
• You mentioned that when trying a driver rollback the issue is updated. Do you know which driver version worked?
• We would like to have further information about your system to look into this problem internally, so please provide us with the following:
• Intel®️ System Support Utility (Intel®️ SSU)
  • Open the application and click "Scan" to see the system and device information. By default, Intel®️ SSU will take you to the "Summary View."
  • Click on the menu where it says: "Summary" to change it to "Detailed View."
  • To save your scan: click "Next"; then "Save."
• Intel® Graphics Command Center:
  • Open the Intel Graphics Command Center
  • Navigate to the Support tab
  • Select System Diagnostic
  • Click Generate Report
  • Select Save and name the output file.

Best regards,

Jean O. 

Intel Customer Support Technician

[josepe]

Sorry for the delay

·HDMI from display to laptop, no adapter

·I can't remember, when i tried this time there were no other driver files to roll back to

· Intel R SSU scan:

 "Display"
Intel ® Graphics Driver Version:"Not Available"
- "Intel(R) Iris(R) Xe Graphics"
Adapter Compatibility:"Intel Corporation"
Adapter DAC Type:"Internal"
Adapter RAM:"1,00 GB"
Availability:"Running or Full Power"
Bits Per Pixel:"32"
- "Caption":"Intel(R) Iris(R) Xe Graphics"
Link:"http://www.intel.com/content/www/us/en/search.html?keyword=Iris+Xe+Graphics"
CoInstallers:"oem165.inf,iTGLD_w10_DS,Internal,Intel(R) Iris(R) Xe Graphics Family"
Color Table Entries:"4294967296"
Dedicated Video Memory:"Not Available"
Driver:"igdkmdn64.sys"
Driver Date:"09/02/2023 02:00 a. m."
Driver Path:"C:\Windows\system32\DriverStore\FileRepository\iigd_dch.inf_amd64_db9a04a5a0077430\igdkmdn64.sys"
Driver Provider:"Intel Corporation"
Driver Version:"31.0.101.4672"
INF:"oem165.inf"
INF Section:"iTGLD_w10_DS"
Install Date:"Not Available"
Installed Drivers:"C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_db9a04a5a0077430\igdumdim64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_db9a04a5a0077430\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_db9a04a5a0077430\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_db9a04a5a0077430\igd12umd64.dll"
Last Error Code:"Not Available"
Last Error Code Description:"Not Available"
Last Reset:"Not Available"
Location:"PCI bus 0, device 2, function 0"
Manufacturer:"Intel Corporation"
Microsoft DirectX* Version:"DirectX 12"
Monochrome:"No"
Number of Colors:"4294967296"
Number of Video Pages:"Not Available"
PNP Device ID:"PCI\VEN_8086&DEV_9A49&SUBSYS_0A251028&REV_01\3&11583659&0&10"
Power Management Capabilities:"Not Available"
Power Management Supported:"Not Available"
Refresh Rate - Current:"60 Hz"
Refresh Rate - Maximum:"60 Hz"
Refresh Rate - Minimum:"23 Hz"
Resolution:"1920 X 1080"
Scan Mode:"Noninterlaced"
Service Name:"igfxn"
Status:"OK"
Video Architecture:"VGA"
Video Memory:"Unknown"
Video Processor:"Intel(R) Iris(R) Xe Graphics Family"

graphic comand center (windows language: spanish*)

Report Date: Friday, 29 September 2023
Report Time [hh:mm:ss]: 03:07:34 PM
Operating System: Microsoft Windows 10 Pro 10.0.19045
IGCC Version: 1.100.5185.0
Language: ca
Physical Memory: 15.73 GB
Current Resolution: 1920x1080

Processor: 11th Gen Intel(R) Core(TM) i7-1165G7 @ 2.80GHz
Processor Speed: 2803 MHz
GFX Driver Name: Intel® Iris® Xe Graphics
Shader Version: 5.1
OpenCL* Version: 3.0
* Microsoft DirectX* *
Runtime Version: 12
Hardware-Supported Version: 12
Vendor ID: 8086
Device ID: 9A49
Device Revision: 01
GFX Driver Version: 31.0.101.4672
Dedicated RAM: 128 MB
Shared RAM: 8 GB
Max Supported Displays: 4
GFX Vulcan: 1.3.255
GFX GOP: 17.0.1042

* Devices connected to the Graphics Accelerator *

Active Displays: 1

* Digital Display 1 *

Display Name: LG HDR 4K
Display Type: Digital
Serial Number: -
DDC2 Protocol: Compatible
Gamma: 2.2
Connector Type: HDMI

Maximum Image Size
Horizontal: 23.62 pulgadas
Vertical: 13.39 pulgadas

Supported Modes
640 x 480 (60p Hz)
640 x 480 (75p Hz)
720 x 480 (60p Hz)
720 x 576 (50p Hz)
800 x 600 (60p Hz)
1024 x 768 (60p Hz)
1152 x 864 (60p Hz)
1280 x 720 (60p Hz)
1280 x 800 (60p Hz)
1280 x 1024 (60p Hz)
1600 x 900 (60p Hz)
1920 x 1080 (24p Hz)
1920 x 1080 (30p Hz)
1920 x 1080 (50p Hz)
1920 x 1080 (60p Hz)
2560 x 1440 (60p Hz)
3840 x 2160 (24p Hz, 4K)
3840 x 2160 (25p Hz, 4K)
3840 x 2160 (30p Hz, 4K)
3840 x 2160 (50p Hz, 4K)
3840 x 2160 (60p Hz, 4K)

Power Management Support
Modo de espera admitido
Modo de suspensión admitido
Modo de apagado activo admitido

thank you

[Jean_Intel]

Hello josepe,

We are posting back to follow up with your thread and check if you have been able to gather the information we requested. Let us know if you require further assistance.

Best regards,

Jean O. 

Intel Customer Support Technician

[Jean_Intel]

Hello josepe,

After checking the system information provided, we noticed that the graphics driver installed in your system is 31.0.101.4672. Our latest driver is currently version 31.0.101.4826, we recommend you perform a Clean Installation of Intel® Graphics Drivers. Let us know if the issue remains.

We also noticed that you shared partially the system reports. We would like to ask for the entire report, as the inforamtion missing will help us. For example, in the IGCC report, the display EDID is missing, as well as other information from the SSU. Instead of copying and pasting the information, you can attach the files in your next response.

Best regards,

Jean O.

Intel Customer Support Technician

[josepe]

Greetings

Here are the complete scans, i will try again with the new driver once im able. if it fixes it i will confirm on friday

than you

[Jean_Intel]

Hello josepe,

We appreciate you for all the information provided. We understand that you need some time to try the clean installation. We will wait for your answer to confirm the outcome before providing you with new recommendations.

Best regards,

Jean O.

Intel Customer Support Technician

[MUC]

I know it's hard to understand, but the capabilities of an HDMI port are not dominated by the graphics card but by the other technology that an Original Equipment Manufacturer (OEM) like Dell uses on the way from the processor to the port.

The Inspiron 3501 manual (page 12) states the following as the maximum resolution:

The Intel drivers are generic and obviously do not always result in reproducible behavior on OEM platforms.

You will need to contact Dell.

[Jean_Intel]

Hello josepe,

We want to jump in and ask if you have been able to try the clean driver installation. Let us know the outcome.

We also would like to invite you to check the response from MUC since the information provided is very useful for the issue you described.

Best regards,

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello josepe,

Since we have not heard back from you, we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored.

Please note that as MUC reported, Dell reports that the maximum resolution for the HDMI port is 1920x1080 at 60Hz. It would be recommended to consult this with Dell for further details.

Best regards.

Jean O. 

Intel Customer Support Technician.

[JayBaywatch]

The same thing just happened to me. Windows updated installed the IRIS driver on my dell 4k monitor, which is connected to a dell dock and a dell precision laptop. I had 4k display prior but now only get a max resolution of 2560x1440.

My monitor is a Dell monitor is U3219Q with a resolution of 3840 x 2160 (16:9) resolution, plus full-screen support for lower resolutions.

Laptop is a dell precision 5570.

[Achilles]

I had the same thing.. bought a new Dell laptop a month ago.. It worked with 3x 4K @60hz.. all of a sudden I was on a Teams meeting and screen resolutions got messed up and been trying to fix with no luck. Dell support says the dock work as per specification. But I’m like was it a miracle for 4 weeks and now back to reality? Definitely a driver issue, intentional or unintentional

[JayBaywatch]

FWIW - I had the same issue. It was definitely the IRIS drivers. Going to the dell website and grabbing the NVIDIA RTX A1000/A2000 Graphics Driver solved my problem. 

[josepe]

I followed your advise but the intallation does not work, the driver says that its not compatible with the hardware, dont know if you may have any sugestion in that regard?

thank you for your help

[JayBaywatch]

I went to the dell site becaue I have a dell laptop, and selected my model laptop and then reviewed the available drivers.

You’ll want to pick the drivers for your brand and model. So if you have a Lenovo go to their website, etc.

[eghobo]

 @josepe, do you mind sharing which exact version works for you? I tried the A13 and A14 Dell official versions and no luck so far 😞